Job Details
**Bilingual Customer Service Representative**
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**Location:** Cleveland, OH, US Job Requisition ID: 85447
**Available Locations:** Cleveland, OH; Dallas, TX
**Languages**: Mandarin, Cantonese, Korean, Vietnamese, Gujarati, Portuguese
This Remote Customer Service Representative is responsible for delivering a positive application experience for prospective policyholders of New York Life. The Call Center Representative places outbound calls to and services inbound calls from policy applicants to collect and compile key data points that support the policy underwriting process.
**Primary Responsibilities:**
* Conduct inbound and outbound applicant interviews with both expediency and accuracy to collect and compile key data points that support the policy underwriting process.
* Use various systems to: access the applicants' phone number to dial calls; manage and update the call disposition; and conduct the interview.
* Assist underwriters during the underwriting process by conducting follow up calls with applicants for additional information.
* Access databases and website (e.g., medical dictionaries, underwriting references, medication and/or physician look ups) at point of call.
* Trigger alerts to the Agent, General Office staff and/or Underwriter when necessary.
* Handle status inquiries from applicants, Agents, General Office personnel and underwriters.
* Handle interviews of higher complexities such as applicants who may have more remarkable personal and health histories; and with applicants applying for higher coverage amounts.
* Research special cases and disposition them appropriately.
* Operate with a continuous improvement mindset, providing feedback and suggestions to improve the telephone interview application process to immediate manager.
**Qualifications:**
* 1+ years experience in a customer service environment (highly preferred).
* High School Diploma required.
* **Must be fluent in English and one of the following languages: Korean, Mandarin, Cantonese, Vietnamese, Gujarati, & Portuguese.**
* excellent written, verbal and interpersonal skills required.
* Background in medical terminology and/or life insurance underwriting (preferred but not required).
* Demonstrated passion for continuous improvement and service excellence
* Strong computer skills highly preferred
**Training & Development**:
* Customer Service Representative will undergo a comprehensive on the job training environment to learn about the insurance industry, product and policy provisions and transaction processing. Coaching and feedback is provided to help you gain the necessary skills to be successful.
* Training: Monday - Friday 8:00am-4:30pm CST/ 9:00am - 5:30pm EST
**Shift Information**:
* Monday Thursday 2:30 PM -11:00 PM (EST/CST) and 11:30am 8:00PM ET on Friday
* Monday Thursday 1:30 PM -10:00 PM (EST/CST) and 11:30am 8:00PM ET on Friday
* Monday Thursday 12:30 PM - 9:00 PM (EST Only) and 11:30am 8:00PM ET on Friday
* Department Hours of Operation: Monday - Thursday 8:00 AM until 12:00 AM EST, Friday 8:00 AM until 8:00 PM EST, and Saturday 9:45 AM until 5:45 PM EST.
**Please note:**
* This role requires FINRA licensed and/or FINRA Associated Person fingerprinting.
**Please note: This role requires FINRA licensed and/or FINRA Associated Person pre-hire fingerprinting.**
Recognized as one of *Fortunes* Worlds Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by our . We invite you to bring your talents to New York Life, so we can continue to help families and businesses Be Good At Life. To learn more, please visit , our and the page of .J
Job Requisition ID: 85447